Exploring the Acceptance & Awareness of Chatbots amongst the Customers of the Indian Banking Industry
Published 2025-12-26
Keywords
- Chatbots,
- Banking Industry,
- Customer Service,
- Banking Service
How to Cite
Copyright (c) 2025 Swami Vivekananda University Press
This work is licensed under a Creative Commons Attribution-NonCommercial 4.0 International License.
Abstract
This paper investigates the adoption factors of chatbots within the banking industry, aiming to provide a comprehensive understanding of the dynamics driving their integration. Chatbots have emerged as a prominent technology in banking, offering opportunities for enhanced customer service, operational efficiency, and cost savings. Through a mixed-methods approach combining qualitative interviews and quantitative surveys with corporate professionals and customers, this study examines various factors influencing chatbot adoption. Key themes explored include technological readiness, organizational culture, perceived benefits, concerns regarding privacy and security, regulatory compliance, and customer acceptance. By synthesizing insights from both theoretical frameworks and empirical data, this research contributes to the existing literature on chatbot adoption and provides practical implications for banking institutions seeking to leverage this technology effectively.
DOI - https://doi.org/10.65525/SVUP.9788199651548.2026.95-108